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IBM's Unified Messaging eXperience (UMX) team sought to evaluate the contact module's Scheduler form. Research aimed to uncover usability and perception issues to inform design enhancements that could improve it's completion rates.

IBM sought to increase both awareness and adoption of the Chat Transcript Analyzer—a tool that surfaces trends from thousands of customer support chats.

IBM wanted to determine whether to continue investing in expensive and time-consuming graphics or switch to generic stock photography for their Partner Plus experience.